At Coola Store, your satisfaction is as important to us as your wellness journey. Just as we are committed to providing premium vegan supplements that support your holistic health, we stand behind our products with a transparent and customer-friendly returns policy.
Quick Policy Summary: We accept returns and exchanges within 15 days of receipt for most products. Your refund will be processed within 7-10 business days after we receive your return.
Eligibility for Returns & Exchanges
To be eligible for a return or exchange:
- Item must be in original, unopened packaging
- Return must be requested within 15 days of delivery
- Original proof of purchase is required
- Product must be in resalable condition
Non-Returnable Items
Based on our product categories and for health safety reasons, the following cannot be returned:
- Opened supplements (including Body, Brain & Memory, Energy, Gut Health, Kids & Babies, Men’s Health, Mood, Multi-Vitamins, Muscles & Joints, and Probiotics products)
- Personal care items once opened (including Face, Fragrance & Haircare products)
- Makeup Products for hygiene reasons
- Items from Bundles and Savings! if the bundle is partially returned
Return & Exchange Process
Email us at [email protected] with your return or exchange request within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Our team will review your request and email you a Return Authorization Number and shipping instructions within 2 business days.
Securely package the item in its original packaging, include your Return Authorization Number clearly visible on the outside, and all original documentation.
Ship your return to our fulfillment center at the address provided in your authorization email. We recommend using a trackable shipping service.
Return Request Template
Copy and paste this template into your email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Coola Store Support Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Product Name(s): [Product(s) you wish to return/exchange]
Reason for Return/Exchange: [Please briefly explain]
Preferred Resolution: [Refund / Exchange for (specific product)]
Thank you for your assistance.
Sincerely,
[Your Full Name]Refund Information
Once we receive and inspect your return:
- Refunds will be processed to your original payment method within 7-10 business days
- Shipping fees are non-refundable (except for defective items)
- Exchange items will be shipped once we receive your return
Note: The time it takes for your refund to appear in your account may vary depending on your payment provider. Credit card refunds typically take 3-5 additional business days to process after we issue the refund.
Exchanges
For exchanges of the same value:
- We’ll ship your replacement product once we receive your return
- No additional shipping charges for standard exchanges
- For exchanges of higher value, you’ll be invoiced for the difference
Wellness Commitment: At Coola Store, we believe in complete transparency in our policies, just as we believe in the purity of our vegan supplements. Your satisfaction supports your wellness journey, and we’re here to ensure both are properly cared for.
For any questions about our returns policy, contact us at [email protected].
Thank you for trusting Coola Store with your wellness journey.